Lori_Q

My flight for work travel to Tampa was canceled due to the hurricane barreling toward Florida. I'd like to cancel the entire itinerary without calling the 1K Desk, but the only options that have been offered through the non-phone channels (website, text message, mobile) is the option to rebook at a later date. Frankly, I don't trust that Tampa will be up and running by the next week I'm scheduled to travel there, so a rebooking could cost me yet another change fee. I'd rather cancel and get a refund to my original form of payment, then make a fresh booking when the coast is clear (literally and figuratively).

I could cancel the itinerary in the normal way, using united.com, but the cancellation confirmation page warns that I am canceling a non-refundable itinerary, and a change fee will apply. Does United hope I'll just rebook and let them have my $500++ on another itinerary? Do they really want me clogging up their phone lines? I'd rather call & sit on hold for an hour than lose even one dime on a cancellation that wasn't my fault.

Repooc17

Just call UA to cancel the entire itin.

As soon as I saw my flight to MCO got canceled (Thursday mid-day), I rang the Premier desk and spoke to a rep. The entire process took less than 2 minutes.

Here is the Irma thread where you can find additional information: http://www.flyertalk.com/forum/unite...ki-others.html

mduell

Wait time for the 1K line is 0-3 min tonight. I've called thrice.

Lori_Q

You are right -- my call was picked up immediately, and canceled without fuss. Yet another awesome thing about the 1K Desk.

My reason for asking the question was to determine whether United is adding the small bit of inconvenience on purpose. If canceling an itinerary isn't offered without calling in, it encourages customers to rebook rather than get a refund. Sometimes this plays out in the customer's favor -- the new flight would be more expensive if the airline hadn't waived the fare difference -- but I'm thinking that, in many cases, the new flight is less expensive. Rebooking means United doesn't have to refund the fare difference.

Thoughts?

WineCountryUA

Doubt anyone here can provide that sort of insight -- only speculation.

What is more likely true, the system can not be programmed to determine the change fee in the case of weather waivers. Just like it does not handle GG BUYUP. These niche exceptions seem to be manually handled.

bluedemon211

I think it is more likely the .com site and related programming required to deal with this type of event rather than anything calculated on UA's part.

physioprof

When it comes to the United Web site, never attribute to intent what can be explained by outdated, inflexible IT.

Often1

UA and other carriers go to great lengths not to pay staff to handle routine tasks. It is highly unlikely that anyone would let the price of a ticket go over a wait.

In OP's case, as the first segment was cancelled by UA, OP could call in at anytime for the refund.

Lori_Q

Thanks for the replies, everyone. Yes, I'm sure outdated IT and risk management play a part in this. The rest is speculation. :-)

I ended up rebooking my travel for this week at a higher price because word didn't come until Thursday about travel. Oh well - not my money anyway, although I do try to be frugal on my client's behalf.